What's up with American carriers?

Leaders of the free world they may be. Land of the free, home of the brave, blah blah blah. But what they are not, is the home of decent airlines.

I love visitng the US. But what the hell's going on with their airlines? Why are they all so incredibly bad?

Flying through the US is a nightmare, everyone knows that - but it's not just because of the massive security push, the fact you have to take your shoes off about four times before you even set foot in the airport, and hand over your mother's cousin's social security number before you can board the plane.

I can deal with all that. They don't want people hijacking their planes - fair enough. It's all the airline-related hassles I resent.

It's not like there's no reliable model to go on for running a good airline. The Asian and Middle Eastern airlines are an absolute dream compared to anyone based in the US of A. Why don't they just copy them?

It starts from the moment you jump online to book your flights. If you want to fly, say, United, you'll find you can't book a domestic flight on their website unless you have an American-issued credit card (you can use their Australian-based website though). Otherwise, you'll have to go to a travel agent in the US. It's as if they think no one living outside the States could possibly have the means to fly in a big aeroplane.

So that's United. You'll be fine booking domestic flights with American Airlines. US Air is okay too - you'll just have to make up a fake American phone number, since the website can't get its head around foreign phone numbers. Continental is fine. North-West and Delta will let you get up to the payment stage, then redirect you to its Australian site, where you'll have to start all over again.

There's a way around these problems though - go to one of the aggregator sites like priceline.com, and book flights with any of the airlines on there. You find all the flights leave at ridiculous times like 11.48am, or 2.12pm, but, whatever.

With your flight booked, you then head to an American airport, most of which are complete chaos. By the time you find out where you're supposed to be, you'll realise the airlines have done away with most of the actual "people" working for them, and you have to check in at a machine.

This is pretty straightforward with practice, but it's the added extras that get me. If you're flying domestic, the machine will tack travel insurance onto your ticket. No thanks, don't want that. Oh, and you've been upgraded to business for just $300 extra. Press here to cancel that option. Cancel.

Checking a bag in? That'll cost you $20. Please swipe your credit card. What if I don't have a credit card? Could you have warned me about that in advance?

You almost find yourself waiting for the option to pay $50 more for a plane with wings.

Phew. Okay, all that's out of the way, and you can board your flight. Hoping for one of those nifty little TV screens on the seat in front of you? No chance.

I took an hour-long flight from Washington to New York recently: no telly. Fine, it's only a short flight. Then I flew four hours from Chicago to Seattle: no telly. Bit annoying, but I could deal with it. Then I flew 14 hours from LA to Sydney: still no telly. In the words of a great American: you cannot be serious.

Ah well, might as well kick back and enjoy my meal. Except ... there's no meal.

Food on US carriers used to be bad - I remember flying about 10 years ago and being presented with a mini pizza and a small packet of M&Ms. Now? If you're on an international flight you'll at least get something to eat.

Domestic travellers, though, often get nothing. Nada. Nilch. It might be a four- or five-hour flight, but the tastiest thing you'll get to munch on will be your arm rest. You might get a small snack. But you'll have to pay for a beer to wash it down. These aren't budget carriers, but they act like it.

I don't want to be totally negative though. I guess the one thing all my US flights have had in common is that they've all landed safely. Which, you'd have to agree, is a nice touch.

But things could be a lot better.

Maybe once Obama's done sorting out the health care system and the war on drugs and the terrorists and the motoring industry, he could give his country's airlines a nudge...

What's been your experience with US carriers? Do you have a problem with them?

STOP PRESS
I need your help (as usual)! My first book, a spin-off of this blog, is due out in April next year. Trouble is, I can't decide on a title, so I'm putting it open to a public vote. If you want to put in your two cents, head here. Thanks!

LATEST COMMENTS

In 2005 I couldn't use an Australian credit card to purchase a flight from the American Airlines website (despite accepting credit cards for most European and South American countries, as well as some in Asia). So I called - after the automated system managed to interpret an Australian accent, they said they couldn't do it either. In the end I had to go to an airport to make the booking at the AA counter there.

Posted by: Carl on September 9, 2009 10:27 AM

I've been living long enough here in the 'States to have adjusted and accepted most of the changes with flying. The one thing I joke about with other passengers as we are processed is the airport is the only place you get dressed for, to get undressed when checking in or passing through security.I'll be flying Quantus in November so maybe I will notice the differences after flyiong American carriers..."Boomer"...

Posted by: ..."Boomer"... on September 9, 2009 10:42 AM

I flew with Virgin America last month from LAX to Seattle return and they are brilliant. Free inlfight entertainment and everything was seamless.

Posted by: Justin on September 9, 2009 10:53 AM

Not all US airlines are bad. jetBlue for example offers a good service with low prices with free snacks, seatback live TV and that kind of thing. They serve an ever increasing domestic US network. Virgin America too has the good stuff, but they are much smaller(not to be confused with Virgin Blue, despite the branding- the VX product is much better). Another good option is Southwest Airlines - no in seat TV, but the flights are plentiful and cheap - they're more like a combination of jetstar and Virgin Blue of the US(without the sales pitch or 30 minute cut off).

One point that is missing from this blog post is that you're comparing oranges with apples. You can't expect Emirates or Singapore Airlines standards on a domestic carrier flying several thousand flights a day on hundreds of aircraft - the markets are wildly different - you simply can't compare Chicago-Washington with Melbourne-Singapore for example.

Also, referring to the LAX-SYD flight - clearly the poster was flying United since every other carrier flying the route (QANTAS, V Australia & Delta) all have Seat Back TV in Economy. It honestly is a mystery why United have not upgraded their fleet of 747-400's to have in seat video since their 767 and 777 fleets all have them. I believe it is an issue of cost which a mostly bankrupt airline doesn't have. However I do understand the pain of a transpacific flight without decent entertainment in this age when most international flights have them.

I would compare the average US airline journey with a flight on Virgin Blue, Tiger or QANTAS. While you do get a snack on QANTAS you will pay a little more(on average) per ticket for that and the FF points, while Virgin Blue/Tiger/Jetstar are cheaper that is offset by the buy on board products(like food) that is similar to what has occurred in the US. Even Jetstar and Tiger have the added bag fees similar to the US model.

Basically the US is turning to a system of unbundling most things that were once considered part of the deal. You want a drink? Pay. You want an extra bag? pay. The result is, in theory, lower base fares for those that want them, and for those that want the "extras" then be prepared to pay for them.

I'm not defending the US airline experience so much - I've had my share of shocker flights (and half of those have been in "First Class") but I do think that the experiences need to be taken in context.

Oh and before you start saying the Europeans do it better I have one word for you: Ryanair.

Posted by: Richard on September 9, 2009 11:02 AM

US airlines for the most part are well below average, I agree. Living in the US as an expat and travelling frequently on some of the airlines, I can attest to most of the above, and also the 14hrs LAX to Sydney with no seatback entertainment on United. Gag. However, Australia has their own crap-grade airlines with all the extra add-ons that cost as much as the ticket. Jetstar comes to mind. Virginblue is the same, except the service is better. So while you wait for Obama to lean on the airlines to lift their game, how about giving Rudd a push to call out the effective monopoly that is the Australin Airline industry.

Posted by: Nick on September 9, 2009 11:09 AM

Nothing about the flight attendants? I feel asleep on a United flight and my leg inched over into the isle. I was awakened by the drinks cart being slammed into my leg. I could perhaps understand one time - maybe she didn't see my leg, but before I could properly orient myself after waking she proceeded to pull the cart back and slam it into my leg again. "Don't block the isle" she said glaring as she moved past.

Posted by: Jocko on September 9, 2009 11:14 AM

How many of them actually took off on time? My experience is about 50%. Worst effort was a five hour delay for a one hour flight. I like visiting the States, but I don't like their airlines. Well, at least people there don't recline their seats...not enough leg room for that.

Posted by: Michael on September 9, 2009 11:16 AM

It isn't only airlines.
Try buying anything online from the USA without an american credit card or an american address. I recently had to pretend I was living in LAX at my cousin's house to get Sirius radio. Then when I tried to cancel it a year later, I couldn't. A year later I am still paying the monthly fee even though they have cancelled my access to their signal. I should be graeteful something is happening.
Try flying Mexicana. At least they have full service.

Posted by: Gavan Connell on September 9, 2009 11:19 AM

I book my US domestic flights on Expedia - no problems with Australian credit cards there. The last two flights I've had on American Airlines have been on those wretched MD Super-80 planes they use, and each time the captain has felt the need to mention in his welcome speech that "we've got a good plane today, everything is working on this one"... not exactly a promising sign.

And my other AA horror story is actually to do with one of the rare times they did actually provide food (11 hours, LHR to LAX, no possible excuses for not feeding us on that one!) - microwaved pizzas that were served hot enough to make the prongs on my plastic fork melt. Amazing that nobody sued them over that...

Posted by: John on September 9, 2009 11:20 AM

Rings true with my experience traveling through the US - the country in general appears to be a strange amalgamation of the very best and very worst. I had one of the most wonderful meals of my life on Rodeo Drive, shortly after having one of the most appalling on Melrose.

I flew American Airlines between Los Angeles and San Francisco; I am no engineer, so perhaps the plane was in perfect condition to fly, but the sounds it made did not fill me with confidence. It rattled - noisily - like a bucket of bolts. The tray in front of me was broken and would not close so I was unable to 'stow your tray for take-off'. Our in-flight snack was a small packet of over-salted pretzels.

I've no idea what the flight cost, as work paid, however, I received the bare minimum service in that I was delivered to San Francisco in a plane, without dying (though every time the plane shuddered, I thought I was going to).

Posted by: Ms L on September 9, 2009 11:24 AM

I've never been, but will be heading over next year. Perhaps I should fly Qantas. Though there'll be no escape getting to Houston.

Posted by: Tom on September 9, 2009 11:35 AM

Delta's SYD-LAX service and Virgin America provide the freshest fleet and services I have ever seen. It surely beats anything Australian Carriers have to offer.

Posted by: David on September 9, 2009 11:35 AM

Flew from London to New York with United in 2006 and had to pay for food, which is ok, but they would only accept US Dollars (we only had UK currency on us). They had one tv screen at the front of the plane which showed four 30 minute comedy shows on loop. Ended up watching each one 4 times.

Then flew from New York to Honalulu again with United. Had the same one tv screen at the front of the plane which showed the same four 30 minute comedy shows on loop. Ended up watching each one around 12 times.

Very ordinary airline.

Posted by: Tim on September 9, 2009 11:45 AM

Don't complain about America's airlines, what about tiger airlines. They are so bad they have even made a show about the poor quality.

Posted by: Gary on September 9, 2009 11:55 AM

my husband has informed me that the airline hostesses on Alaska Air are attractive. Sadly every time we've gone there together we haven't flown Alaska.

I've flown both United and AA and haven't had any problems. Its similar to flying tiger airlines, but with slightly bigger planes and more leg room. I don't really have a problem with that. If you want to eat buy something before getting on the plane. If you want coffee make sure you get to the terminal 2 hours ahead of your filght so that you don't miss it while standing in the 45 min queue at starbucks.

I skipped the coffee.

A good tip for those flying to LAX and then waiting for a connecting flight - for around $50 US you can use the qantas club lounge (or the admiral lounge i believe it's called). i think it's in terminal 4. on tap coffee, hot meals, quiet place to sit or nap (no loudspeaker announcements) and best of all HOT SHOWERS. oh and free wifi / computers. After 14 hours or so on a plane, $50 is a baragin for a hot shower.

Posted by: Vic on September 9, 2009 12:03 PM

I had misfortune of flying American Airlines a few times last year and was disgusted... mostly by the service. Bored, rude and disinterested staff. We could hear an attendant yelling at someone at the back of the plane to clear the aisle.. unbelieveable.

Our AA flight from Mexico City to Chicago was delayed by 5 hours... we heard the counter staff offer places on a Mexican Air flight but none of the american customers in front of us would take the places (we heard the word 'wetback' twice). We did and spent a pleasant flight in Executive Class, on a plane that arrived on time with lovely service.

I bag AA at every opportunity I get to anyone who will listen.... very unfortunate that they are in the Qantas One World alliance.

Posted by: Angie on September 9, 2009 12:05 PM

I had a look at the United and US Air websites, and it looks like you can still book domestic United flights at unitedairlines.com.au with an AU credit card. Has the advantage of no currency conversion costs either. And you just have to click 'Add an international phone number' on the US Air site for it to work.

Fair enough. I tried to do it while I was in the US, which might have made a difference. - Ben

Posted by: Oliver on September 9, 2009 12:08 PM

Oh dear. We're flying Hawaiian Airlines for the first time from Sydney to Honolulu. Should I pack some food for the kids?? Has anyone had experience with them?

Posted by: Lan on September 9, 2009 12:15 PM

Just back from second trip to the US this year. Flew SouthWest, JetBlue, Virgin and US Airlines. Apart from a 2 hr delay on JetBlue (because the "Return to your seat" light in one of the toilets was not working!!!) between Buffalo and NY, I found them efficient and punctual in every case, and serving free tea, coffee, soda and water. On one VirginAmerica flight the attendant gave me a free beer in apology for my seat being so close to toilets and people crowding nearby for much of the flight. And, given the recent experiences of my family trying to fly Virgin Blue to the Sunshine Coast, I have to say that at least the US airlines all turned up. VBlue twice cancelled on separate occasions and instead bussed pax to Brisbane airport, which meant missed connections etc. However, a word of praise, on the second occasion when they did this to my 90 yo father-in-law, they did have the grace to provide free night's accommodation in Sydney and refund his entire fare Sunshine Coast to Hobart. On the other hand, can someone tell me why Virgin America provides free water but VBlue charges $2.75? When I pointed this out to the hostie, she said it was a different company. Funny - Richard Branson seems to front both of them.

Posted by: Doug on September 9, 2009 12:19 PM

Southwest is great, the ontime departure and arrivals are based on ontime at the gate which they meet every time. In Oz you alwyas an hour late no matter who you fly. Maybe you need to actually go and travel in the US before you make such a dumb comment..

Posted by: graham on September 9, 2009 12:21 PM

Its true that Aussie discount airlines have their issues (apparently - I have yet to be stuffed around by either Virgin or Jetstar)... but I agree with Ben. I just got back from the US and Canada, loved them both.

But really - US Domestic Air travel can be a bit of a nightmare.... its pretty expensive (comparatively) and you almost can't get anywhere on a direct flight. I looked at a number of flights - some even involved more than 1 change.

but what suprised me was Airline travel between Canada and the US was even more expensive.

Also was not comforted by the announcement on Delta that in the event of a water landing we were to use out seat cushions as life vests!

International Travel on US airlines is goodthough - esp Delta and Virgin Atlantic

Posted by: pricey on September 9, 2009 12:25 PM

3 hrs for a 30 min hop from Boston to Newark, including 2 hrs parked on tarmac - should have driven. we were also delayed as we were "too heavy" so 2 fat blokes got off and were given "first class" upgrades for the next flight. Don't mind South west though. But agree, zero relevance in comparing their domestic service to Singapore, emirates etc.

Posted by: PPS on September 9, 2009 12:27 PM

Avoid Qantas SYD-LAX - 20 year old 747's, no thanks. V Australia and Delta both have much newer 777's.

Posted by: Tim on September 9, 2009 12:30 PM

Avoid Qantas SYD-LAX - 20 year old 747's, no thanks. V Australia and Delta both have much newer 777's.

Posted by: Tim on September 9, 2009 12:31 PM

I booked a US domestic flight through Priceline, they charged my credit card twice. Five international phone calls later (all cut off), I eventually got my money back. Never again, only book via Australian travel agents (it doesn't seem to cost anymore), so Priceline ain't the answer, either.

Posted by: Clinton on September 9, 2009 12:38 PM

Just got back from living in the US for a couple of years. When we first arrived there, our flight from LAX to Salt Lake City was with Delta. After everybody was on board the cabin staff handed a glass of champagne to each passenger - even those in cattle class. They then announced that today was the first day Delta had come out of bankruptcy. Very confidence inspiring.
After taking a couple of dozen flights in my time there I have to admit that they do the dead, bare minimum (and often less) to get you to your destination. That said, flying internally can be very cheap. Just expect nothing and you won't be disappointed.

Posted by: Jimmy on September 9, 2009 12:41 PM

I recently spent just over two weeks in the US in which time I flew 11 flights on American, Continental and US Air.

Without exception the flights departed on time and arrived on time.

Yes, you have to pay for food and drink, but you can take your own food on to the flights. And on each flight on each airline non-alcoholic drinks were free of charge.

The biggest hassle though is the check in process - the automated voice system has problems with Australian accents, and checking in at the airport is excruciating: not enough CSAs to deal with the customers. And all of this before dealing with the security. On the plus side, all the airports I passed through (LAX, Washington National, Houston Hobby, George Bush Intercontinental, and Orlando) if transiting there is no need to reclear security.

Posted by: Rob on September 9, 2009 12:44 PM

Here's one from the glory days in the 1970's before deregulation. We flew from New Orleans to LA in Economy Class. We bought the ticket from a real person at the airport with real money (they did struggle a bit with that). We were served steak as a main course followed by peacan pie for desert. We also got a complimentary pack of playing cards - each. Nice.

Posted by: Dean on September 9, 2009 12:48 PM

American Airlines are officially the worst airline in the world. It's disgusting that they're a member of Oneworld and get to share the "elite" status. We travelled as a group of 3 last year on long haul (JFK - Rio) and domestic and they were foul. The flight attendants are bored, obnoxious and unpleasant hags (and that's just the nice ones). I had one do her nut at me for having the gall to ask for an immigration card. 30 minuts prior to landing. On a 10 hour flight. "Don't tell me how to do my job SIR...". Enough yelling to get the attention of the whole economy cabin. Cow.

Would never fly them again. Oh, and the Admirals Lounge - why pay for a lounge membership where you still have to pay for your beer? And tip for the privilege!

And, don't even get me started on the airport nightmare! Truly - they need a kick in the arse.

Posted by: Stephen on September 9, 2009 12:48 PM

Was there last year flying United. The service was average (although nice in the sense that the flight attendants didn't all look like models) and the planes were very old. One from LA to San Fran had those arm rest credit card phones. I haven't seen one of those here since 1995!

But, the upshot is, upgrades to premium economy are easy to come by - just ask and there's a good chance (2 upgrades out of 5 flights including an international isn't bad ) and their strange system of overbooking flights means you can potentially reap huge benefits. An overbooked flight I was on offered an free return flight to anywhere from anywhere within the mainland states just for taking a flight 10 hours later! Had I not have been on a tight timeline I absolutely would have been up for this!

So yeah, not great but the trade offs can easily make up for it in my experience.

Posted by: Lenny on September 9, 2009 12:49 PM

I remember fondly when a major telco here in Australia lavishly paid for my cattle class ticket from Melbourne to LAX on United Airlines. So it was no surprise that we in cattle class were offered hamburgers for our one and only meal. To add insult to injury, there was no entertainment working at all on the plane, so we not to only ones who suffered. I rang the company travel agent and got a business class upgrade for the return flight, better but not by much.

Posted by: paul on September 9, 2009 12:53 PM

For Tom flying next year. Go V Australia. Flew twice this year with them. Absolutely brilliant. Over fed five times between Syd & Lax. Entertainment was good too. Highly Recommend. Fly Southwest or V America to Houston if u have 2. But I'd rather drive, see the California desert, Grand Canyon & Monument Valley in Arizona and then New Mexico and Texas. Great drive if u have never done it. Actual driving will take about 2 days.

Posted by: Stan on September 9, 2009 12:53 PM

I've flown on nearly all major airlines in the US. While many of the traditional 'service' airlines now resemble low cost carriers, such as our Jetstar and Tiger in terms of in flight amenities, the one good thing I will say is that when it comes to flexibility, they are still like full-service airlines such as Qantas. I have been late a couple of times and missed flights, once with United and the other with Alaska. Both times, the ground staff were very helpful in putting me on the next available flight, without extra charge. Also, while US airlines are charging more for checked bags, they are reasonable enough to not put ridiculously small weight limits on carry-on luggage, unlike the 10kg total limit that applies to Australian carriers.

Posted by: Darin on September 9, 2009 12:54 PM

US Airlines / Budget airlines are the same the world through. The majority of the airlines in the US dont sting you big time for the luggage (as happens in Europe/AUS). If you want a nice meal,you can pay 3 times the airline ticket price to be put up the pointy end of the plance and you should be happy with your $10 meal and drinks.

Kan

Posted by: Kan on September 9, 2009 1:02 PM

Fully agree.

The other thing you didn't mention is whether your luggage actually makes it to the destination with you. I have only ever lost my luggage 3 times - all in the US - as I have gone from Point A to Point B via every major US airport hub in between.

Great country but the airlines are hopeless.

Posted by: Paul on September 9, 2009 1:11 PM

I spent two years living in the states and frequently traveled for work. The general impression I got of their air travel network was 'barely suppressed chaos'. I think the comments about the scale of the market are correct, the US is huge and the volume of flights amazing compared to Australia, but there is very little tolerance in the system and a problem somewhere can have wide reaching implications. Be prepared to wait.

Posted by: Matt on September 9, 2009 1:11 PM

I guess bagging airlines is a national past-time (shit, we even have TV shows dedicated to the concept), but one that got me in the US way back in 1990 was being asked to pay ~$5 to "hire" headphones...l WTF????

No disrespect, but why would you bother going through all the BS to fly from Washington to NYC? Isn't it only 5 or 6 hours by bus - or do you also need a colponoscy to get on a bus over there these days?

Good article though - I think it sums up in many ways how insular / stupid the Yanks are.

Posted by: Jonathan on September 9, 2009 1:16 PM

We caught 10 flights within the US on our two month honeymoon. Majority of flights were with Delta as it was cheaper to get multi leg passes. Mostly found it to be just adequate – no entertainment, not much in the way of drink service and a bag of peanuts as a snack if we were lucky. The whole system seems to be very no frills, as previously stated. Not much in the way of delays which was handy but don’t leave it to late to get to airport as they are mostly PACKED. We thought we were leaving sufficient time to get to most flights but on several occasions found ourselves running “Amazing Race” style to get to our gate on time.
The biggest drama we had was flying to Key West in Florida. Got there mid afternoon to find that neither of our bags had been put on our flight (along with half the other passengers luggage) as the runway is so short they can’t overload the plane. Bags due to arrive at 9pm (6 hours after us!) – husbands bag arrived, mine didn’t. After a nightmare of phone calls well into the next day and night, my bag flew in from Atlanta on the day we were leaving for Miami. Needless to say, expensive execise to have to buy a change of clothes, swimsuit, etc. Got back home and lodged complaint with Delta to receive a very nice ‘sorry about that but we can’t reimburse you’ letter. Arrgh!! Biggest tip would be take a spare set of clothes in your carry on and relax – you are on holiday after all.

Posted by: Carmen on September 9, 2009 1:21 PM

I don't get it. Why doesn't someone go over there and setup a decent airline and reinvent the market as Virgin did in Australia?

Posted by: Steel on September 9, 2009 1:22 PM

Bearing in mind that all of these comments come under the heading of "Sweating the Small Stuff", here are two more gripes about US air travel. The airline lounges: they haven't got a clue; obviously their patrons have not been in any Qantas, Singapore, Cathay, etc. lounges. Charging for trolleys in International Arrivals: Welcome to the US! Land of the not-so-free.
On the other hand, good on the Americans for not insisting that their flight attendants be beauty queens (of either gender!)

Posted by: Laurance Splitter on September 9, 2009 1:39 PM

I don’t think Europe is any better. I recently flew British Airways from Heathrow to Barcelona. I though great, I will finally get to use the new terminal 5. Only to notice my flight left from terminal 3. For some reason any Airport run by BAA (which includes Heathrow and Gatwick) have this ridiculous system of not telling you what gate number your flight is leaving from. You must first check in, clear security, which at Heathrow can see lines out the door and stretched all the way down the M4. Once you clear security (no passport control - they don't care about who's leaving, only who's arriving!) you stand in a large area filled with seats and a tacky tourist Harrods store, watching a monitor and waiting for your gate number. As soon as the gate number is displayed everyone tears off down the terminal to be the first one on the plane. Once arriving at the terminal gate after following a maze of corridors that remind you of being in a public hospital, you are shunted into a tiny lounge. We were then shunted onto a bus, t packed in like sardines and driven all the way around the other side of the airport to board an old 757. I had heard great things about BA so I was excited to be flying them. However perhaps I had high expectations - no in-flight entertainment, even Qantas domestic has in-flight entertainment, although it’s not personalised its communal it’s not bad. Then arriving at Barcelona you walk up the aerobridge and enter the same area as the departing passengers. There is no signage where to go and the staff in Spain could not give a rats how confused you were!

Flying back to London was worse - I had booked BA only to have the horror of discovering that after I had queued at the BA desk to be told I was on an Iberia flight and I had to queue again. I then left the BA desk to check into my Iberia flight. Of course being a European airline there was no orderly queue like at the BA desk, it was a free for all. pick a desk and stand in that line and watch people cut in front form the side like it’s a normal thing to do! I won’t go on to tell of my Iberia experience because you are most likely sick of me by now only to say I have renamed them Die-beria!

Posted by: Traveler Matt on September 9, 2009 1:39 PM

On our United flight from LAX to SYD hubby and I found ourselves given separate seats even though we had booked together. When we got onto the flight it seems we weren't alone as most of the flight seemed to be asking people to swap so that people could sit together - very bizarre!

Posted by: Mon on September 9, 2009 1:39 PM

Richard on September 9, 2009 11:02 AM : "Oh and before you start saying the Europeans do it better I have one word for you: Ryanair."

I flew Ryanair from Cracow to London last year, & I thought it was okay. For a short flight, I don't really need the full meal service. The Cracow check-in etc was a bit disorganised, but that might have been an airport thing not the airline. I did like flying into Stanstead and not Heathrow.

Posted by: Lulu on September 9, 2009 1:43 PM

@Jonathan,

Couldn't agree more about not flying between NYC and DC (or NYC and Boston). It's 4 hours on the bus, and if you take the Bolt Bus (a Greyhound spinoff without any of the suckiness that is Greyhound itself), you can turn up 10 minutes before departure time, get on the bus and have free wifi (yes, really) the whole way. It costs between $1 and $20, depending on when you book, it departs and arrives in the centre of each city, and there's even a stop for snacks, leg stretching etc at the halfway mark.

I used them 4 times in a week and a half (DC to NYC to Boston and back) last year and they were awesome. Highly recommended.

Posted by: Dave on September 9, 2009 1:45 PM

unitedairlines.com.au you can book internal flights in the US with no problem.

Posted by: andrew on September 9, 2009 1:47 PM

Agree with the crapness of Contintental, United, US Airways et al. Virgin America were absolutely awesome though on our flight from SFO to JFK - they're a little more pricey but lovely new planes and fabulous service.

Posted by: Kate on September 9, 2009 1:52 PM

I remember a flight on American West Airlines from Las Vegas to LA in the early 90's. Every seat in the plane was a different colour, like they had salvaged the seats from the wreckage of various air disasters and stuck them in their planes. The plane groaned, rattled, shook, and lurched itself off the ground and I kid you not, only just managed to clear the ranges surrounding Vegas. For every 1000 or so feet the plane gained in altitude it plummented 500 so the whole flight was spent going up and down like a brides nightee. During the emergency briefing before the flight the flight steward in front of me spent the whole presentation making eyes and licking his lips at the hostess behind me. I'm sure he was planning to join her in the dunny for a bit of mile high action during the flight. They would have had time for sure given their was no other in flight service to speak of. When we finally got to the gate in LA I was sure they were going to tow the plane away and was stunned when they just loaded it up with another load of passengers for the return trip. True story.

Posted by: Justin on September 9, 2009 2:20 PM

What about Qantas (international)? Gee do they LOVE an in-cabin announcement. It's almost non-stop, sure the usual safety demo etc pre-flight, but then we get the flight update about an hour into the flight, then a mid-flight update and the mandatory coming into land. And of course a few in between for good measure.

What makes it worse is the need to offer these announcements in the other languages, when and where appropriate,

Way to interrupt an ordinary sleep or a movie!

Posted by: CB on September 9, 2009 2:22 PM

I did a bit of flying around the US last year. I booked all my flights thru cheapair.com which worked ok.

I took the train from DC to NYC, the subway in DC goes straight to the station and you get of in the middle of NYC. It a bit over 3 hrs and a bit expensive, but you just turn up 10 mins beforehand and get on.

Nobody has meantioned how bad US airports are. Want something to eat, get it before you get to the airport. I made the mistake of not doing this at SFO only to find 2 really ordinary food shops the other side.

If you're flying on a one way ticket in the US be prepared to be ramdomly selected for additional security scanning. You'll see four big 'S's on your boarding pass. I got randomly stopped boarding 3 flights in a row.

Posted by: Jeff on September 9, 2009 2:23 PM

As an expat now living in the US for 9+ years I would say that you get what you pay for, most domestic flights are well priced, if you want low prices you cannot expect the service quality of SQ, Emirates or Cathay. Being a silver/gold frequent flyer eases the pain at check-in & security. I fly United mostly, being based in Chicago, and most trips are trouble free, of the other airlines JetBlue offer good service. Weather is a major cause of travel delays when flying in the US, snow storms in winter, thunder storms in summer and you cannot blame the airlines when the FAA restrict take offs & landings due to weather. Also the major airports, O'Hare, LaGuardia, JFK, DFW, Philadelphia, etc. are just too crowded which also causes delays.

Posted by: Michael on September 9, 2009 2:28 PM

The most fun is guessing the actual take off time, 2 hour flights get a travel window of 3 hours becasue they usually depart late but as along as they land within the window then they are technically not late - confused? never mind you are just the customer! What no telly! well usually there is a telly it's just not switched on - that's just too much tease for some to bear. So what do we have - no food, no beer, no telly, no schedule but most alarming of all is the massive reduction in the number of fit air hostesses!!

Posted by: Paul on September 9, 2009 2:30 PM

I agree with Jonathan - given the 2-3 hours it takes to catch a plane from NYC to DC, why not sacrifice an extra hour and just take the Bolt bus for a tiny fraction of the cost, free WiFi and power and seats that are as good (if not better) than first class on most US airlines (not that they even offer first class on such a short service)?

Posted by: djfuzz on September 9, 2009 2:48 PM

Give me the US airlines anyday within the US with all their problems than travelling by train or bus. That is unless you enjoy sitting for hours upon hours travelling with the unemployable, junkies, the down and outs, enjoy greasy food at some God forsaken hole in the middle of Bumcrack USA @ midnight and board these conveyances usually in the worst part of town habitated by ghetto gang bangers, druggies and the homeless. I prefer to fly and put up without a back of seat tv screen & security hassles by comparison for an hour or two.

Posted by: Graham S on September 9, 2009 2:55 PM

Give me the US airlines anyday within the US with all their problems than travelling by train or bus. That is unless you enjoy sitting for hours upon hours travelling with the unemployable, junkies, the down and outs, enjoy greasy food at some God forsaken hole in the middle of Bumcrack USA @ midnight and board these conveyances usually in the worst part of town habitated by ghetto gang bangers, druggies and the homeless. I prefer to fly and put up without a back of seat tv screen & security hassles by comparison for an hour or two.

Posted by: Graham S on September 9, 2009 2:57 PM

I flew twice with AA a few years ago from L.A to Costa Rica and vice versa. On my way back into the States I encountered the most obnoxiously rude air hostess imaginable. I'm not sure what her problem was, but the other passengers around me were even shocked at her disgusting attitude that seemed to single me out as a target for her agression.
Over the course of the flight this woman got visibly aggitated when I aksed for a cup of water that she had to pour instead of just handing me a canned beverage. Then she huffed and puffed, and rolled her eyes when I requested a serviette to mop up the leaking OJ that she served me. And finally, when she handed out the customs dec forms she gave me one in Spanish. When I realised this and stood up to try to get her attention she was already 5 rows away, so I sat back down and pressed the service button. She comes fuming over to me and blasts out, 'SIR! You are REALLY getting on my nerves now, what do you want!' A little shocked, I replied, 'Well I am really sorry to inconvenience you but I can't read this.'
'Well what's your problem, are you illiterate?'
'No Miss, I sincerely apologise, I'm just not Spanish.'

Posted by: Rob on September 9, 2009 3:01 PM

on a trip to Arizona a few years back we had a really amazing experience.

We got bored in Phoenix and decided to fly back to LA 2 days early to take the kids to Disney land before catching our flight back to Aus.

I made the fatal mistake of paying for new tickets on the phone and arranging hotel and car hire the day before we left Phoenix.

Upon arrival at Phoenix airport we were greeting with the most incredible display of over exaggerated treatment it has ever been my misfortune to experience.

We were taken aside once our tickets were looked at. We were separated from our young children who were spread eagled barefoot on a mat in full view of everyone. Metal detectors were used all over our bodies - kids too.

Every time mine went off (hairclips) the poor woman doing it looked like she would go into cardiac arrest.

They they started putting on rubber gloves (at which point I started to think that they weren't going to stop at an external exam). They took my purse, my husbands wallet and tipped (yes, tipped) it upside down onto a long table and started to rifle through everything. They spread out all eftpos and credit cards like a deck of cards - all the while other people are walking by and have a good peak at my things. Quite a crowd had congregated by this time and we were absolutely humiliated.

I expressed concern, to which they replied they were not responsible for my things and that I had to keep an eye on them from where II was spread eagled getting the olde once over. Which by the way was about4 -5 meters away.

Once they decided we weren t' a threat, we were told to hurry up and pick up our things and leave as they were busy.

My husband was ranting and raving the whole time
about misuse of power etc...no one paid any attention. Meanwhile I was trying to calm him down, calm down my totally freaked out kids and try not to get the TSA personnel angry.

We left that security screening feeling raped, violated and abused.....no, were were not from abroad, we were American citizens going from one
city to another who happened to change plans without clearing it with Washington.

In the interests of safety, the rights of humans have been discarded. And in the interest of control, the freedoms of individuals are depressed using fear.

This is a true story. We live in Aus now and I have never gone back to the US - and won't. I am done. Finished - end of story.

Posted by: jojo on September 9, 2009 3:45 PM

Have to say I'd have to disagree with tarring all US carriers with one brush - we recently flew Syd - LAX - NY - Mtl with Delta. Service was terrific and the aircraft was one of the newest I've flown transpacific in ages. All in all, thumbs up.

Posted by: Andrea on September 9, 2009 3:47 PM

My husband and two young daughters (8 and 1) flew to the US on United at the end of June. We got to the airport and after waiting 2 hours to check in were told that our flight was cancelled because the original United flight had never left the US. I asked when this had happened and was told at 3am. I asked why we weren't informed before coming to the airport and was told that that is not something United did. What they got us to do was come to the airport and wait in line in the hope that they could put us on another airline. We were originally booked to go to San Francisco but the alternate flights were through LA. The United staff were rude and not helpful at all. Thankfully we got the last 3 seats (having given up my 1 year olds seat in order to get on the flight) on Air NZ. Can not praise Air NZ enough and plan to travel from now on to the US on Air NZ. Unfortunately we need to travel to the east coast so have to take internal flights but at least on the way there we will have individual screens, good food and great service.

Posted by: Wendy on September 9, 2009 3:56 PM

If you want to fly, say, United, you'll find you can't book a domestic flight on their website unless you have an American-issued credit card.
 Kind of like when I went to re-charge my Vodafone prepaid minutes, and they told me I needed an Australian credit card?

You find all the flights leave at ridiculous times like 11.48am, or 2.12pm, but, whatever.
 Have you ever flown Tiger – at least U.S. flights are daily.

With your flight booked, you then head to an American airport, most of which are complete chaos.
 You’re right. We only have 10x as many people than Australia. Who expected chaos.

By the time you find out where you're supposed to be, you'll realise the airlines have done away with most of the actual "people" working for them, and you have to check in at a machine.
 I guess you think the U.S. machines are different than the ones at the Melbourne domestic terminal?

Checking a bag in? That'll cost you $20. Please swipe your credit card. What if I don't have a credit card? Could you have warned me about that in advance?
 It’s called Terms and Conditions. I can show you the Jetstar Terms and Conditions if you want to read through a novel to find where it’ll cost you for extra baggage.

Domestic travellers, though, often get nothing. Nada. Nilch. It might be a four- or five-hour flight, but the tastiest thing you'll get to munch on will be your arm rest. You might get a small snack. But you'll have to pay for a beer to wash it down
 At least it’s a $3 beer, and not a $12 beer.

Posted by: NS on September 9, 2009 4:32 PM

If you must fly internal in the US try Jet Blue - great airline!

Posted by: richard on September 9, 2009 5:20 PM

Earlier this year I flew a domestic flight in Turkmenistan between Ashkhabad and Turkmenabad, and even if was better than AA.

Posted by: trig on September 9, 2009 5:25 PM

I flew with United about 3 years ago MEL - SYD - LAX. I got a semi-decent meal, and one of the American flight attendants asked me if I would like another beer every single time she walked past. Then, once all the service had finished, I was invited to help myself to beer and spirits - along with a few other passengers - as long as we didn't get rolling drunk.
Pretty good experience in my opinion. Maybe you're just a sook. QQ.

Posted by: Steve on September 9, 2009 5:30 PM

I'm not sure if you've flown in Australia recently - there's a crop of check in "kiosks" at every airport.

I will agree, it is slightly more painful flying within the US. You'll also have to think about the thousands more destinations they have to connect compared to Australia. I also realise that most of the time - even paying for baggage & food - I flew for less money than I did for comparable flights within Oz. You either pay for it all the time in Oz - or if you actually use it in the US.

Posted by: AzAzzy on September 9, 2009 5:34 PM

While not the world's most experienced traveller I flew to California earlier this year with the initial flight from Perth to San Francisco on Qantas with 2 x babies & my wife which was excellent. Flying internally around the US on AA was fine; the service was on par with domestic carriers within regional WA where I fly regularly for work with most clientele resource workers.
The AA staff were friendly, courteous & very obliging. A small tip we found: be polite without pushing the Crocodile Dundee factor. Also do your homework & research prior to any bookings; saves for any heart palpitations later!

Posted by: Anthony L on September 9, 2009 5:37 PM

I've seen a few comments about the service. I've flown across the Pacific a few dozen times. I avoided Qantas for about 8 years because of repeated flights with awful service. My past two flights have been on Qantas and I have had a much better experience. But there is a smugness and attitude that Qantas inflight staff are finding hard to shake off. Everyone has horror stories about the staff - in the air, my experience favours the Americans. At the airport, though, that's a different story ...

Posted by: StewardessAttitude on September 9, 2009 5:42 PM

I have a confession: I'm a frequent flyer with United (because I often fly to fairly obscure US destinations), and I'm going to - sort of - defend them. I can't defend that trans-Pacific route; the few times I've flown from Melbourne to LAX and SFO were a mess for all of the reasons others have noted; perhaps the competition from Delta and Virgin will force them to up their game. At one point I started flying Korean because even thought it took 30 hours to reach Washington DC, at least the flight experience was better than the other trans-Pacific options!

But I'd argue that the trans-Pacific route isn't representative of United's service. I regularly fly United across the Atlantic, and that's a far more pleasant experience. No, it's not on a par with an Asian airline, but you get seat back entertainment, pleasant multinational staff, and edible food. United also take care of their frequent fliers, particularly their premium ones, and if business class (which I've been upgraded to a couple of times) on the older planes isn't a patch on the Asian airlines, it's an improvement on flying in the back.

In the end, I think Australians' expectations of international flights are somewhat unrealistic; it just so happens that many Australians' first experience of international long-haul flights is on an Asian or Middle-Eastern airline that offers excellent service, but which is often (openly or more subtly) supported and/or subsidised by its home government. Airlines in much of the rest of the world, whether the US or Europe, simply can't afford to offer the same level of service. British Airways recently stopped offering food on short-haul flights, and European airlines have started charging for additional check-in bags, so the US-based airlines are hardly uniquely difficult in that regard.

That said, the security at many US airports is often poorly planned and implemented, immigration is often a deeply unpleasant experience, and customer service in general seems to be a forgotten myth. But that's often the fault of the airport, not the airline.

Posted by: Alasdair Brooks on September 9, 2009 5:48 PM

Have times changed since I visited the states in 2003? My experiences flying with United Airlines were actually quite enjoyable -good service, friendly (and attractive) flight crew , good food and snacks and quite often a pleasant atmosphere.

Oh, sure, there were a few things I wouldn't write home about -one or two rude stewardesses and one flight where the guy next to me had to sit on a seat which was damaged and wouldn't stay up properly during a 7 hour Washington-to-London flight (and the stewardesses mostly ignored him when he asked for a better seat). But mostly I can't complain

Of course I've heard plenty of horror stories and I don't doubt the validity of your account. I guess I'm just fortunate not to have had many bad experiences

Posted by: OL on September 9, 2009 6:30 PM

Actually NS, some of your comments are fair and some are not eg the security procedures and kiosk check-in at US airports means no-one gets to weigh your bags, which is brilliant. However I will take issue with your comparison of the price of beer. On Virgin Australia (ie SYD-LAX) it is A$6 a beer and A$5 a wine (only get one free alcohol drink per flight - not meal). On Southwest from LAX to Austin TX a can of beer was US$5. Dunno where you are buying A$12 beers but not on any planes I have flown. And if you want to compare the price of beer on land, I'll drink in an Aust bar any day - got fed up paying US$7 or 8 per stubbie in the US. And then the tip on top of that!!
With regard to the goons wearing Transport Security Authority uniforms, do not mess with them, they have no discretion and no common sense. In fact my advice is not to mess with any person in the US who is wearing a uniform - I was horrified to witness a discussion between a TSA woman and an elderly US couple about their various prescription drugs suddenly turn nasty when the TSA woman raised her voice to embarrassment level and asked the befuddled old chap "Sir, are you arguing with me?". The TSA galahs are just uneducated bogans in uniform taking the opportunity to unburden themselves of the chips on their shoulders about their crappy wages and trailer trash lives.

Posted by: Doug on September 9, 2009 6:49 PM

I fly SouthWest and find them great to fly - definitely a notch up from Jetstar or Virgin Blue, friendly, reliable, OK leg room, free snacks and drinks, - they don't charge for the first couple of bags, and - most amazing of all - they don't charge penalty fees when you have to change your ticket. OK, if you re-book you pay the best fare available on your new flight but you don't get charged the $50 or $200 that an Australian airline might charge.

Posted by: Ron West on September 9, 2009 7:06 PM

A couple of years ago I had been travelling around south america flying LAN (no complaints). I then booked a flight from Santiago to Miami and was asked if I wanted to fly LAN or American (both part of One World i believe). The flights left 5 minutes apart so I thought I'd go American as I'd watched all of the movies I'd wanted to that LAN provided and thought American would have a different selection. Try no selection at all, there being no tv.

Posted by: jocko on September 9, 2009 7:32 PM

Let's not mention the TSA crew in DFW either. Oh wait. I just did. What a bunch of authoritarian, self serving, pack of wankers. I didn't take the battery off the back of my video camera. But wait. There was no sign to say I should. Yeah, so many signs said so many things, like removing laptop batteries, but nothing about video camera batteries. Back of the line for you thankyou. Never mind that the (attractive) woman in front of me was allowed to just skip back through to the front of the queue due to her shoes or jewellery or whatever.

My experience with US domestic airlines though has been that they a plain, but efficient (and I'm back home in one piece, so relatively safe too). You can usually buy a greasy dog inflight if you get desperate.

Posted by: Greggo on September 9, 2009 7:57 PM

Like Gavan I can recommend a Mexicana also. Flew a couple of times - most recently to Cuba, leather seats and lots of leg room. Ironic that a Mexican airline was more impressive than the US airlines we flew on the same holiday...

Posted by: David on September 9, 2009 9:11 PM

1997 - United Airlines. I am asked if I would mind moving to another aisle seat so two people can sit together, which I do. After take-off the flight attendant (with a really nice smile I still remember)thanks me profusely and brings me a bottle of Napa Valley cab sav! Welcome to America!

2007 United Airlines. After a 16 hour flight from Singapore, I board a late night flight from LAX to Chicago. On a half empty flight I find a vacant row, with no one behind or in front of me, and go to sleep. Flight attendant Lawrence runs over my foot with the trolley, waking me (that can happen). Some time later though, I'm asleep again, when Lawrence sits in the row behind me and puts the reading light on. I look at him in sleepy dismay, he looks at me, and says "I'd turn it off, but I'm going to read my book soon - why don't you move?". I tell him I've just had a 16 hour flight. He tells me "I've just been working for fourteen hours.", and pulls his book from his bag. I resist the urge to punch him, or tell him that handing out water bottles for ten minutes, then reading your book for the next two hours is hardly working, and trudge off, vowing never to fly United again (like most people it seems). How things have changed - and this is just one of many stories I could tell about United in particular, but US domestic airlines in general.

I fly domestic airlines in other countries regularly, especially India and China, and they are streets ahead of the US domestic carriers.

Posted by: Wilbur on September 9, 2009 9:15 PM

I am an American and I will do anything to avoid dealing with the airlines in the US. Including move to Australia. ;)

But, seriously, this is so true. Americans can't stand their airlines but for some reason the airlines don't care.

Posted by: Ms H on September 9, 2009 9:16 PM

with all security BS such as fingerprinting, logging into the internet and telling them precisely when you'll go and where you'll stay, arm length immigration forms to fill etc i can tell you that i will never ever ever go to the US again. Unless they start treating foreigners with the respect they deserve i will consider the US as a bad joke not worthy of visiting.
furthermore, the one and only time i went i had to fill out a 40cm immigration card with such mind blowing questions like whether i was ever a member of the NAZI party or a communist. this is no joke fellas.

Posted by: phil on September 9, 2009 9:33 PM

I started out life as an American, moved to Australia 5 years ago. Last time I was back and flew domestic, I was stunned. I remembered too late that I had to get ugly and rude to get anywhere with the airlines staff (and the first opportunity was at the gate). Afterward, it just felt wrong to have to act like that, so I offered an explanation: "it's just that I haven't lived here in a while, and I'm just so surprised with what's happened in the meantime. I can't believe the airlines can maintain a viable business running like this. The bloke told me "you're lucky. If I could leave I would." !!! Then later he told me "oh, and just to let you know in case you're not back again in a while, it's going to get a lot worse." That's got to be the worst job satisfaction ever. Needless to say I only fly Qantas all the way through from Oz to New York, and I insist everybody I know to do the same.

Posted by: John on September 9, 2009 10:19 PM

I started out life as an American, moved to Australia 5 years ago. Last time I was back and flew domestic, I was stunned. I remembered too late that I had to get ugly and rude to get anywhere with the airlines staff (and the first opportunity was at the gate). Afterward, it just felt wrong to have to act like that, so I offered an explanation: "it's just that I haven't lived here in a while, and I'm just so surprised with what's happened in the meantime. I can't believe the airlines can maintain a viable business running like this. The bloke told me "you're lucky. If I could leave I would." !!! Then later he told me "oh, and just to let you know in case you're not back again in a while, it's going to get a lot worse." That's got to be the worst job satisfaction ever. Needless to say I only fly Qantas all the way through from Oz to New York, and I insist everybody I know to do the same.

Posted by: John on September 9, 2009 10:19 PM

I fly regularly on internal Russian flights - probably done a couple of hundred flights over the past few years. Safe and clean, altho some of the Turpolovs are a little old. lots of food - the Russkis appear find it appetising tho I find it's an acquired taste... None of the hassles, delays, cheapness, lost luggage or indirect flights to get where you are going that you get in the US. And the service is friendly, the lounges very good. Basically, I don't have trepidation of flying in Russia that I do in the US

Posted by: David on September 9, 2009 11:16 PM

I have a theory about why the theory about why these services arethe service on US airlines is generally so bad. This is from the land of service, where waitresses greet you like long lost friends and it seems they will do anything for that three-letter-word - TIP. And herein lies the problem - airlines stewards don't get tipped. And guess what - you don't get service.

Posted by: Harrison on September 9, 2009 11:18 PM

Flew Jetblue from SF to NY a few months ago, the web site worked like Jetstar's (ie perfectly). The flight was on time, all the snacks and drinks were free. Clean modern plane, courteous staff and the lady at check-in waived an excess baggage fee because she was concerned if she held me up to process the fee then I'd miss the flight. Are you sure we're talking about the same country?

The only jarring note was the hole of a hotel I stayed for one night near JFK. One of the meanest saddest hotels I have ever seen. Alongside a depot with hundreds of disused yellow school buses and literally nothing outside accessible by foot. Horrible.

Posted by: Alan Laz on September 10, 2009 12:24 AM

More planes take off from LAX or other major US airports in one day than take off in Australia in a month. Airline travel in the US is like catching a bus, it's the cheapest form of transport per mile and survives on moving masses of people. Having said that I would not rave about Australian domestic airlines anymore and if you ahve expectations that a dpmestic flight is going to be anything else than being on a people mover you are delusional. Have you ever joined a long, long line at Qantas check and f see there is only a couple of people handling the crowd?

Posted by: Jack on September 10, 2009 1:02 AM

More planes take off from LAX or other major US airports in one day than take off in Australia in a month. Airline travel in the US is like catching a bus, it's the cheapest form of transport per mile and survives on moving masses of people. Having said that I would not rave about Australian domestic airlines anymore and if you ahve expectations that a dpmestic flight is going to be anything else than being on a people mover you are delusional. Have you ever joined a long, long line at Qantas check and f see there is only a couple of people handling the crowd?

Posted by: Jack on September 10, 2009 1:03 AM

Jet Blue are not bad so long as things don't go wrong. the seats are leather and they have cable tv. Sometimes the prices are pretty competitive.

However because there are no staff on hand to assist you when things do go bad, they are absolutely useless.

My situation happened one Monday morning when I was taking an 8am flight from Boston Logan to NYC La Guardia airport. The weather was fine. I went to check at the tiicketing booths but the machine would not print my boarding pass and told me to go to the counter.

I then stood in a line for two hours (no Jet Blue staff were on hand except for the totally overloaded personnel at the counter) to find out that my flight had been cancelled because the crew had arrived too late the night before and required more time between shifts.

The next available time to fly to NYC was 6pm that night. Jet Blue refunded my ticket but I still had to spend even more money to get a cab and then pay full price on the Amtrak Acela to get some part of my work day in NYC.

Honestly the Jet Blue staff could not care less about my situation.

Posted by: David on September 10, 2009 1:20 AM

jojo you really need to calm down. If you decide to wear metal hair clips of course you are going to set off the metal detector. Then the TSA will spend 10-15 seconds to run a wand around you while you hold your arms out to verify that you aren't hiding anything.

It really isn't that traumatic of an experience.

Posted by: Cody on September 10, 2009 1:24 AM

Nice humorous article about an Australian's view over the airlines in U.S. Still, I think the author is a little biased. You might have problems purchasing an airline ticket on certain websites, but Australian airlines (Qantas for example) cannot beat the rates of American airlines. For example, I've never seen any $50 air ticket with Australian airlines, but I bought it a few times with Southwest.

Posted by: Ceci on September 10, 2009 2:23 AM

As an Aussie living in USA I am ashamed of such BS, it use to be the Poms who complained about everything but now days it is the Aussie MEDIA, not Aussie people! DONT come to USA if you dont like it!!!! USA doesn't need Australia, Australia needs USA!! Australian forget how Quickly Australia would be invaded if USA didnt protect Australia. Why do nearly all successful Aussie move to USA if it is so bad. Get a life or go live in England, you would fit right in!!!

Haha, sounds like you're fitting in well over there Murray. - Ben

Posted by: Murray Johnson on September 10, 2009 2:51 AM

There is a reason the flight attendants are not required to be beauty queens. They are paid absolutely appallingly so of course they are going to be grumpy. BBC News in the states had a news story recently where 20 year veteran pilots were living in RVs (campervans) in LAX their pay is so bad.

AA has to be the most consistently bad airline. Flew international flight from Logon (Boston) to Heathrow and had to pay for alcohol. A full glass of wine slid off a faulty tray table and split all over my seat, the wall and me and the response I got from the hostess when called was that she would put in a maintenance request - fat lot of good mid-flight with wet jeans.

Of the dozens of flights I’ve taken domestically within the US I recall less than a handful leaving on time. Flights from Boston are regularly delayed as the pilot for the flight is delayed at another airport, usually delayed flying out of New York usually United or AA. Alaskan airlines is so far the best I’ve flown domestically. The flight left on time, the staff were friendly and the plane was in good condition. Seattle is the Hub airport and blows LAX out of the water.

Advise for travelers, when flying within the US, get something to eat at the airport, the chain restaurants prices are no different from their regular restaurants, TexMex is a safe bet. And bring a laptop with fully charged batteries to watch a DVD instead of the reruns of "Everybody loves Raymond".

Posted by: Melston on September 10, 2009 3:10 AM

It has to do with the maturity of the industry in the US, it is certainly in the demise/decline state. Combine that with higher wages paid in the US and regulatory burdens and you have high cost, low profits, unions, companies permanently on the verge of bankruptcy and customer service that could have only been made worse by 9/11 and you get what we have right now in the USA.

Posted by: Goat on September 10, 2009 3:29 AM

I recently returned from my first OS trip (to Aus.), and I learned just how bad US domestic flights really are. A few trips on Qantas made me think I'd died and reached airline nirvana.

Such a sad state of affairs that I was surprised and grateful to be treated like a person when flying Qantas!

Perhaps the most jarring experience I had was upon my return to the US. After I emerged from the plane, jetlagged, sick with the flu, and half-asleep, I was shuffled over to American Airlines domestic routes to get back to the east coast. There was a discrepancy on my ticket which meant I was unable to use the kiosks. A short time into the wait for a human to check me in, I realized I would not make my connection, and led me to seek out an airline employee. I explained to her that I had just come from Australia, I had 1 hour before my connection left, and at the rate the line was going, I wouldn't catch my plane and could she help me. Her answer? To just fly standby the rest of the way home! I calmly told her that I didn't think she had heard me properly--that I had just gotten off a 14 hour flight from Melb. and was facing another 6 hours in the air to get across the country, and that if I missed the connection, and did as she proposed, I would be spending approximately 36-48 hours in an airport (instead of just 24). She told me that she could not possibly help me, and it was my problem that the queue did not move swiftly enough.

After seriously considering shoving this employee into a flying tube for 14 hours, I walked to find an employee who would help me. Three attempts later, I had my ticket.

Posted by: Rebecca on September 10, 2009 3:50 AM

Having worked for two US airlines in the past, based at Washington Dulles you have to keep these points in mind.

Pilots and Flight Attendants are paid per FLIGHT HOUR. Pilots (First Officers) earn about $22.00 per flight hour (before tax) and Flight Attendants start off on about $19.00 per flight hour (before tax). The FAA limits how many hours a pilot can work per month. Most pilots I knew had second jobs to cover basic living expenses. I knew of Flight Attendants that would take four days worth of food with them on four day trips. They could not afford to eat out on their overnight trips. You'll find most pilots and flight attendants work because they love the job and not the money.

To make sure your checked bag makes it on your flight, check-in early. Try to Check-In 2 hours before departure time. This will give the bag runners enough time to drop off your bag. The same few people who run your bags to the aircraft are running ALL the bags the whole airline check-in. The company I worked for had 300 flights a day. Believe me, there were a lot of bags.

Try to travel on Tuesdays and Wednesdays when passenger loads are lightest. Friday, Saturday and Sunday are aften the heaviest loads. Public holidays are always heavy loads.

Leave plnety of time in between changing flights at any airport hub. Try to leave at least 1 hour in between flights to transfer flights at larger airports. Airports such as Chicago O'Hare have individual terminals that are busier than Sydney and Melbourne airports combined.

Bad weather at your destination may also put limitations on the maximum amount of passengers allowed on a flight.

Hope you find this helpful..

Posted by: Ashley Wincer on September 10, 2009 4:12 AM

In 2004 a friend and myself decided to spend 2 months travelling through Europe and the U.S. We flew with Qantas, BA, Finnair and AA.

When checking in for our flight between NYC and Chicago with AA i was informed by a check in staff member that they had basically lost our details and asked if we were sure if we were flying AA. I showed her our paper ticket and she checked again and found our booking, The only problem was that we were confirmed on the 10am flight but they had moved us to a 5:00pm flight. Once i complained about this a manager was called and said explained that she had sorted this out and that our seats will be allocated airside. Once we get airside we find out that the manager had lied to us and that we were actually still confirmed on the 5:00pm flight and made stand-by on the 10:00am...along with the other 25 or so people. We managed to catch flight at mid-day once i complained to a senior manager to the point were I basically demanded that two other passengers be taken off the flight like what had happened to us we were able to get confirmed on that flight.

Earlier this year my now wife and i flew from LHR to Sydney to get married. It was a BA ticket but had the luck of a Qantas plane. The food was good, Staff friendly, clean plane and it was on time. My friend and his wife flew to Sydney with Qantas a week later for the wedding and they had the same experience. The return was on an actual BA plane and the staff was rude and food was crap. On the up side we landed on time.

Posted by: Joseph on September 10, 2009 4:45 AM

Thank you NS! You said most of what I wanted to say...

Not to mention that the absolute worst nightmare of an airport I have ever been to is Perth. Complete and utter chaos.

And to Jonathan, I think it was... your arrogance amazes me. Unfortunately and sadly, that attitude is not uncommon here. Unlike Jojo, after 5 years, I am ready to leave here. I am done. Finished - end of story.

Posted by: map on September 10, 2009 6:15 AM

I tend to disagree, I have been flying US airlines for the last 15 years, and have seldomly run into problems. No one asks you for a social secuity number, all you need to have is government issued picture ID.

You also have to realize that we (US) have some of the busiest Airports in the world.

Posted by: xty2000 on September 10, 2009 6:35 AM

Most of the comments ring true. But the author left one important thing out. The leg room on domestic flights is atrocious. I've been living here a few years now an fly a lot on work. I've gotten used to all the quirks here and I actually think they are cheap and efficient.

Posted by: bull on September 10, 2009 6:37 AM

I flew united airlines, they served the meal microwaved, including the butter, which lay in a pool with the foil on the dinner plate, the hostess was about 70 if she was day, and was rude, Never again.

Posted by: arch on September 10, 2009 6:37 AM

Flying in the US is akin to catching a train or bus in Australia - no one expects it to be much more than a safe landing at the correct destination. Australia is a very small aviation market and the lack of complexities does make a difference in service, blah, blah, blah.

Weird departure times (4:12pm etc) is simply a reflection of the 30,000 domestic flights per day (on average) in the States.

As for catering, bringing on your own food is infinitely better than eating airline barf. Amazing how it doesn't occur to most people. Who cares if it costs you $5 more - you get to eat what you want when you want it.

Being charged for luggage is as irritating for Americans as anyone else - more irritating actually, since it impacts them more frequently

Yes, we get it. Everything is done better, cooler, bigger, longer in Australia... But you can't beat those $300 return fares to Europe etc. Give me that anyday.

Posted by: Commuter Gal on September 10, 2009 6:55 AM

I was told it's because, rare amongst American service industries, the airlines are still heavily unionised. Apparently, if workers in the US aren't under fear of losing their job/life/residency and aren't reliant on tips, they really let themselves go. It's rare that you see such aged cabin crews - that's because it's actually considered a good job by those other than the pathologically naive.

Posted by: Bob on September 10, 2009 6:55 AM

The posters who say travel with JetBlue are really correct. Virgin America is a bit Vegas, but also a comfortable ride in modern aircraft with happy staff.

I was in New York over the Labor Day weekend, flying United (amazing EUR250 deal) and wasn't upgraded for the first time in a while (I'm a gold frequent flyer).

God, I remember how dire US carriers are now: they have to feed you on intercontinental flights, but it's really a 80 cent serving of badly boiled penne under a quarter of a tin of tomato paste; USD6 for a beer, credit cards only - I used to love the European flights where they'd only accept USD; the United 767s are really tired aircraft; the staff barely decent to paying customers (and if you find out how little they earn and how awful their conditions are, it's no surprise).

But American Airlines is sooo much worse. "Forgot" to serve food on a 8 hour flight from Rio to Miami after Carnaval (staff too busy ... getting over their hangovers?), seats were broken, didn't recline; airconditioning set to Arctic; surly staff - "no, we don't have any blankets", even though we ended up finding some in the lockers; paranoid about re-issued tickets etc.

But I need to be positive! There's a little airline that flys into the US from Toronto (City) Airport (1km from downtown on the lake in front of the city) - it's called Porter, flying Q400s - and even on little hops, you get a yummy picnic lunch with fancy cheese and a glass of wine, all with fabbo service from cabin and flight staff in retro uniforms. Cheap too.

VLM used to be a bit like that into London City Airport (tube zone 2!), flying antiquated but solid Fokker 50s. Prices were generally lower even a day before travel than the mainline carriers, but no longer. It's now owned by Air France/KLM.

Posted by: Pete in Amsterdam on September 10, 2009 7:30 AM

I'm currently on holidays for the 2nd time in the US in the past year and both agree and disagree with comments in here.

First: Bolt Bus runs between the following cities, NYC, Philly, DC, Boston (maybe one more) and is full of WIN. Cheap, you get decent sized seats, free wifi and a power point on the back of the seat in front (only one per pair though).

Second: I've organised some internal flights through JetBlue. Directly through their site and got them quite cheaply. Boston to LAX for about $170 Aus - at a decent time of day too I must add.

Also flying them from Vegas to NYC for about the same price AU$.

Third: The US security can be a bit of a nightmare. If you ensure you are not carrying a tonne of items onto the planes, the security check points can be relatively pain free. But yes, "Please take of those shoes sir!"

Forth: Last trip I flew JAL to Narita airport, they were fantastic, but would you expect anything else from the Japanese? Unfortunately, the connect flight from Narita to NYC was with American Airlines. In short, they sucked arse! The airline staff were all quite old and had the most sullen of attitudes that would offend your grandmother. On the upside, the only male flight attendant (who I assume was gay - not that there is anything wrong with that) was pleasant and even provided me with a bottle of free booze after I found out that I had to pay for it.

This time around, I decided I was flying Qantas the whole way (which was also one of the cheapest, under $1200 inc. taxes return to NYC). Meals were adequate, staff were older but friendly and professional. In-flight entertainment was great.

I am curious to see how JetBlue are, however I am expecting something similar to Virgin Blue with a no frills. Having said that, I have been told good things about them by several Americans here that I have spoken too.

Most important thing to remember is, do your research. Busing between cities that are only 4 or 5 hrs drive can be very pleasant and a lot cheaper than most of the flights. Not to mention, no security checks (remember, remove those shoes) and with all the waiting around you do at airports, most of the time it turns out to be the same if not quicker.

Posted by: Paul on September 10, 2009 8:16 AM

graham s, bus travel doesnt mean travelling with the dregs of humanity. Most people here are talking about short haul, specialised 3-4 hour connections like Boston-NYC and similar. These are well served by competing luxury coaches that are better than any US airline and dont have all the overheads of transiting an airport over there.

In general bitching about airlines is just more of the "why isnt everything like it is in Oz" mentality. Yes as you travel around things are different.......

Posted by: yarpos on September 10, 2009 8:28 AM

I came back from a US trip last month. I know I booked my domestic United flight San Diego - Washington via the United Australian website (I didn't fly them internationally). United planes are old and look pathetic although they do serve free coffee and soft drinks on all flights domestically. SouthWest airlines who I flew LAX-SF also serve free soft drinks and have free (i.e you don't pay) luggage allowances unlike United where you pay something like US$15 per bag.

Posted by: Andy on September 10, 2009 8:36 AM

Had the misfortune to fly United LAX to MEL two years ago.

The customer service style was "we're going to VERY assertively wrangle you, our 'customer', as you are a moronic twit with an IQ of 60"

The style was just like all the other hyper defensive corporate American customer service I experienced over there - aggressively 'managing' you so you don't sue them!

I will NEVER fly with these a**holes again. Thank goodness for Air NZ, Cathay and Royal Thai!

Posted by: kerry on September 10, 2009 8:36 AM

US domestic flights are poor in comparison to Aus. It seemed to slide downhill after 9/11 off the back of security being the supreme priority, and other services becoming almost a bonus.

It has always surprised me that in the homeland of service the reality is that unless you are tipping service is almost non-existent. I agree that airlines are adapting to unbundling of traditional business and service models. I wonder how many decades the customer has to wear this change.

I like Jetblue and have had good experiences on Delta with much better legroom.

Internationally - they all suck unless you fly business. The West keeps aragantly patting itself on the back for its human rights record - I reckon I could put an argument together that shows many econmy class trans Pacific flight conditions abuse basic human rights. How about the time Qantas gave me a broken seat and insisted they had no other seats. We managed to prop and level the seat with blankets - and then they had difficulty supplying me a blanket for the 14+ hour duration - I had used up my quota! Good Aussie hospitality right there. After that experience, and 3 osteopath appointments, I choose not to fly Qantas and see American conditions a little positively.

Posted by: seriouscoffee on September 10, 2009 8:41 AM

It's amazing how many complainers on here want champagne service on a beer budget. The service is not what it 'used' to be, but you are also not paying the price. The cost of air travel has become immensely affordable, allowing ordinary people to travel; a luxury previously accessible only to the rich. Who is really saying that they would gladly pay double the fare for a little better food, or a seat back TV?
As mentioned by Alisdair, US airlines are competitive business enterprises not supported by Government subsidies like the Asian flag carriers and US carriers openly admit they cannot afford to provide the same product level as government subsidized airlines. So, they incentivize frequent travelers with loyalty programs and other enticements to stick to the brand which generally works.
Since there is such enormous scale in the US domestic market, there are some great options for air travel in the US; JetBlue, Virgin America and Southwest which all have various product differentiations based on different customer needs. The legacy carriers essentially operate a similar service, but I fly United domestic all the time and I couldn't see all that much difference between Qantas domestic and UA domestic.
Seems these complaints are more one off incidents or people who have incredibly inflated expectations above the price of their ticket.

Posted by: David on September 10, 2009 8:59 AM

The reason Asian and Middle Eastern airlines are miles ahead of any other airline is because of the culture of hospitality that is ingrained in these regions. While Americans can be very hospitable, they cannot comprehend the concept of treating guests and visitors with the kind of reverence that people from Asia and Middle East do.

Posted by: Aanand on September 10, 2009 9:11 AM

The crews on US airlines are for me the worst aspect. One blogger says you are not comparing apples with apples by comparing long haul to short haul, this is irrelevant when it comes to crew attitude, civility & service. For a nation who are generally friendly they must send their crews to rude school to achieve these astonishing levels of rudeness. Mind you QANTAS aren't much better, I have refused to fly with them for over 15 years and now they get holes in their planes!!!

Posted by: JOHN MILLS on September 10, 2009 9:13 AM

@ Doug - US $7 or $8 a stubbie? I never paid that much in the US, not in microbreweries, not in NYC, not anywhere! You could get a PBR or a Bud for $2 US in every single bar I went to.

if you tip a few bucks more on your first drink than normal, the bar staff then take special care of you, pouring stronger drinks, and also giving you free drinks!

Where were you drinking? A 5 Star hotel?

Posted by: Vic on September 10, 2009 9:20 AM

Re booking on line for United - you can use your credit card to book on line - just click the country as one of the options they give you (which doesn't include Australia!). I recently used "Antigua" and it worked fine...

Posted by: rjc on September 10, 2009 9:51 AM

I flew United Airlines about 12 years ago from Sydney and San Francisco, and literally every time the PA was switched on they would have to thank you profusely for flying with them; and it was just awful. “This is your captain speaking we are currently cruising at 23 hundred feet…. And once again we thank you for flying United Airlines, we know you have a choice in the marketplace today……” “This is your head steward speaking, we are about to serve your evening meal….. and for your drinking pleasure, we have StaaarBuuuuuuuuuk’s CaaFeeeeee, and once again we would like to thank you for flying United Airlines, we know you have a choice in the marketplace today…” “we are currently cruising just south of Tahiti and once again… “etc etc etc. After 13 hours of this, I vowed and declared never to fly with them again, it was just so over the top. Anyway, Three months later I flew with United again (I had already purchased the ticket), but with a European crew from San Francisco to the UK and they were normal, and I was profusely happy to not have to endure that drivel again. I hope this has changed and that it was just some silly management trend, but adherence to silly management trends may also be the cause of the other issues discussed here.

Posted by: James on September 10, 2009 10:20 AM

JOHN MILLS: are you an expert on Qantas? You have "refused to fly with them for over 15 years".
How would you know? Because you had a crapoy experience in 1994?

I fly Qantas at least 15 times per year and have never ever had an issue in the last 10 years. I must be lucky.

Flew United from Washington DC to LAX recently. Drinks service was good but I didnt bother buying any food. However I was suprised when my 6 year old son was sitting 3 rows away from me when we booked the seats together. The campy cabin steward was more than happy to organise a seat swap and even arranged some free food.

Everyone complains about the US airline industry but what do you expect when you pay $200 to travel cross a country. Get over it.

Posted by: Davo on September 10, 2009 10:38 AM

security: you have to put your bags and shoes through an xray machine and show id. Is that really taking your shoes off four times and providing a ssn of someone you don't know?

Priceline: no one uses these sites unless they want cheap airfare... cheap airfare comes at a price, screwy travel times.. it is part of the bargain.. not an "American" thing.

Checking out: Airline insurance is optional for all passengers everywhere. It is sort of like adding fries to your McDonald's meal.. just decline it.
Machines are faster and more efficient, why gripe?

You do have to pay extra for bags.. this sucks, I will give you that much.

Pack snacks if you want to fly.. not a huge thing.. and they have snack boxes for sale for five bucks... you won't starve.

Aww, no TV? only on short flights... if you can't survive an hour flight without a TV I feel so badly for you, lol... No tele? Sheesh, everyone in America carrys a cell... and would you really want to pay airline prices for calling from the air? Can you not make it an hour until you land to make a phone call?

You sound like you have a severe case of constipation. I have never heard someone gripe about so much crap. lol. It is really not a big deal. And everyone says Americans complain about everything, lol.

Nice to see we are all a bit stupid at times. :)

Um... "Telly" mean TV over here Anne, not telephone. I don't have anyone to call when I'm on the ground, let along in the air. - Ben

Posted by: Anne F on September 10, 2009 10:41 AM

Vic - I was just drinking in regular bars: Chilli's and the Broken Spoke in Austin, some places in Memphis and Nashville (can't remember names) - $6 or 7, $6 for a lunchtime beer at One-Eyed Lizzie's in Savannah, a fantastic microbrewer in Asheville NC was I admit only $5, Dogfish Head Ale House in DC was $7, Cleopatra's on Broadway in uptown NY, Irish bars in downtown NY - it always seemed to be $7 or 8. Bud Light in Vegas - $5. Guinness at some place at Niagara Falls - $8. Farmers Market in LA was selling glasses of Miller High Life for $3.50. What really irked me was that I got a slab of Miller High Life for $12 at Walmart on special - so I could get it $0.50 a can at Walmart but buy it at a 1000% markup at bars. And no tip required at Walmart.
Just back from a couple of weeks in Maroochydore - schooners at the bowls club are Aus$3.60 - which is a bit more like it, although a somewhat different ambience.
Sounds like you are the bloke I need to contact for my next US pub crawl - LOL.

Posted by: Doug on September 10, 2009 10:48 AM

I've flown within the US many times, and have had my share of issues - flights cancelled or delayed, lost luggage, long check in queues and even longer security queues, unexpected stopovers in Hawaii due to engine malfunction (thanks United airlines!). But none of them bothered me terribly much, and I certainly never thought Australian airlines would be any better, because I've had plenty of problems with Qantas/Virgin/Jetstar too.

Airline travel in the US is just another form of mass public transport, I don't know why people expect more than that. Allow yourself plenty of time, don't expect any special treatment, be patient and polite and most of the time you'll get where you need to go without any issues.

Posted by: Nicole on September 10, 2009 10:52 AM

The worst thing is, the whole thing is a spiral of awfulness. Americans are so worried about losing their luggage that they all take their suitcases on board. The whole process of finding places on the plane to fit oversize suitcases before you can take off, and then getting them out of the places they were stuffed into once you arrive makes for long irritating waits at both ends of the flight.
Drives me nuts every time.

Posted by: JAK on September 10, 2009 10:54 AM

Have flown to the states and all around the states at least 7 times in the past 5 years. Qantas is easily the best for getting there, although the planes flying from LAX to Sydney are old and need a serious overhaul. In comparison the planes flying from Melbourne all the way through to New York are brand new and fitted out in similar style to the new A380s.
Flying in the States JetBlue is our number one choice, free tv with heaps of channels and snacks throughout the flight. Also Hawaiian Airlines is good if you want to go to the US via Hawaii. Will fly United as distant 3rd choice, and American an even more distant 4th choice (was stuffed around by them badly 2 years ago, booked multiple flights through their Sydney office and when travelling found that on every flight we had not been seated together! Nothing but drama with them!!). Won't fly Delta ever again due to a major delay problem we had, and then they lost our luggage to top it off! Have never flown on US Air or NorthWest, but my partner calls them US Scare and NorthWorst so don't think we'll be taking them anytime soon. It's good to see Virgin has started up in the US; will try them next time I'm there, I used to hate taking them in Aus as they were always 20 minutes late without fail, but have noticed the last few times that they have improved their on time performance.

Posted by: Frequent Flyer on September 10, 2009 10:55 AM

Sadly, I have flown many times from Australia to USA on United or as the alternative website calls it-Untied Airlines - have a look!

As an American living in Australia, it is cost which I have to pay attention to when booking trips back. The problem is that United is cheaper than the alternatives most of the time. We are flying with United in Oct09 and my 2 children are so disappointed not to flying with a "real airline" - they mean one with customer service, inflight entertainment and seating together as a family. But for $2,000 less than any alternative (for 4 of us) I had to compromise. I can gurantee that it will be a terrible 24 hours getting there and back (to the East Coast) but I will have a little extra in my pocket.

IN my experience over 20 years, United Airlines staff are rude, the food is disgusting and the service appauling but the price is right. Note of advice though, if you can afford to fly someone else, especially when travelling with young children - DO NOT GO WITH UNITED. Now that my kids are older, they are better able to cope when sitting on the other side of the plane (United does sit families together as a priority). I remember when my daughter was three years old - she was seated 6 rows away from me on a flight from LAX to DC. I was forced to stand up at the front of the plane and ask if someone would change sits because the staff refused! All this time my daughter was crying thinking she had to sit with someone she didn't know!!

United is definitely as bad (in my opinion WORSE) than Tiger Airways but you get what you pay for with Tiger and if you pay full fare for United YOU DON'T.

Posted by: Untied Airlines the worst on September 10, 2009 11:35 AM

@ Doug - except i am a girl!

I guess i stayed out of the tourist trap bars.

In one place the bar shouted my husband and i socol and lime shots to celebrate our marriage and the whole bar came over and shook our hands. In NYC! who says Americans are rude? They're lovely people!

Posted by: Vic on September 10, 2009 11:38 AM

Aussie here, living in Japan. Part of my deal here includes flying to the US two or three times a year plus at least five domestic flights in the US. I always travel cattle class because I'm cheap. To get there I usually have to fly NorthWest, which I used to refer to as NorthWorst, but now I've gone back to referring to the airline by its correct name. Here's why...

Yes, at first I would complain to my friends and family about the flight attendants with steel grey-blue hair and nasty attitudes. I would whinge endlessly about the loose way the company seemed to have with language by referring to trays of warm pre-masticated-like mush as meals. I would moan and bellow about this or that airport with this particularly horrible customs officer/bastard who done me wrong. After a while I got a bit tired of complaining, and I'm sure people got tired of listening.

If I can adopt an Oprah-like tone here, "People, I have moved on."

I have simply learned to lower my expectations in relation to the flying experience. I have also learned that the best way to enjoy a hassle-free flight is to imagine that the people I have to deal with - flight attendants, customs people, other fliers - have all been having a rough time and that I will not make it rougher for them or me. I assume that the workers have to deal with poor pay, bad bosses, chundering and screaming kids, and absolute lunatics who try to break the door down in mid-flight. Been there, seen it. That's when you appreciate nasty attitudes because they don't take no crap - I want those ladies on my side in that situation. And I also travel with the hope that if I don't act ripped-off, shocked, offended, or outraged at what happens, perhaps our brief time together will be spent in a civil and pleasant manner. It has been paying off for me.

The way I see it, I'm here to live though the experience as a fallible human being with other fallible human beings. It's the easiest thing to bitch about this and that, and I was a major bitcher for a long time. Most things these days are not bitch-worthy to my mind. Although they might be inconvenient, including the rough-handling at customs that occasionally occurs, it's not the end of the world. They're doing a job. It may not be the way I would do it, but I'm not doing it and I wouldn't want to.

When I started changing my attitude and lowering my expectations, I calmed down and things have gone a lot smoother over the past few flights. Heck, even the food seems to have improved. But that could be a function of lowered expectations. Either way, I can eat it and I'm happy to say that the last few times tasted reasonable (but I always take my own stuff on board in any case.Oh, that's the other key I found to this - invest in good noise-reduction headphones, make sure you bring along your own entertainment, don't expect hot-and-cold running Hollywood movies).

This all sounds very Pollyanna and feel-good. Maybe so. I don't really care. What matters is that that things have improved for me personally and people have been treating me better. When I do have a particularly pleasant experience, I find that my expectations have been exceeded and I feel happy.

I may not be able to change everything about the flight experience, but I can always change the way I feel about it.

Happy travels.

Posted by: Bent4life on September 10, 2009 12:53 PM

I'm still in therapy following American Airlines losing my luggage in 2003. It's not so much the loss of the luggage that caused the grief as dealing with the complete arseholes who were supposedly customer service. The best bit was when one complained to me that I didn't speak English properly; I didn't realise that my Australian accent could cause so much confusion!

Posted by: Jo the First on September 10, 2009 1:17 PM

I flew across the US during July with Virgin America--GREAT airline...big seats,TVs,clean new aircraft and friendly staff and very reasonable fares! All booked direct from home with an aussie credit card and never a hassle at the airport. Even got in early both cross country flights by nearly an hour both ways!

Posted by: Robyn on September 10, 2009 1:56 PM

While I agree that US domestic airlines is akin to Hades it ain't all bad especially in regards to the hosties. I was flying from Miami to Honolulu via Dallas on American earlier this year. My carry on needed to be checked because all the overhead lockers were full - no doubt because no one checks luggage anymore as it costs $20. However, my carry on contained my wallet.

The lovely flight attendant on the second leg, after I mentioned to her my situation, was so lovely. I was fed and watered all the way from Dallas to Hawaii. Bless her.

Posted by: Matt C on September 10, 2009 2:48 PM

My experience both as a passenger and working for a ground transport company in Colorado, and talking to hundreds of travellers has lead me to the following general conclusions:
Airlines
GREAT
Jetblue
Southwest
Frontier
Alaskan

GOOD
Delta
Continental

POOR
United
American Airlines
US Air
Notrthwest

Tips for making US air travel life easier:
Get to the airport with plenty of time to check in
Go online and track your flight to see if it’s scheduled to depart on time (not always accurate, but better than nothing)
Buy bottles of water and food to take with on the plane (liquids after security)
Always take something to read in case the entertainment system is shot or non existent
Take earplugs and eye mask
Be prepared at security – take off your shoes, take laptops out of the bag, have all docs ready and signed, don’t wear metal if you can avoid it.
Be super polite to everyone – grit your teeth if necessary
Take a sense of humour and your manners

Sorry if these tips seem obvious to some, but many dum dum passengers need to get a clue.

Posted by: Justine on September 10, 2009 3:46 PM

If you present your Australian Passport at the bag drop you won't have to pay for baggage, so long as you don't exceed the normal limits, 2 bags or 20kg each. Just click no bags on the boarding pass computer

Posted by: Geoff on September 10, 2009 3:52 PM

Having flown Jet Blue a number of times when travelling in the US I can say nothing but good things about them. On each occasion I've booked and paid for flights from Australia, the e-tickets and self-check-in is fast, easy and convenient.

I've found that Jet Blue seating is fantastic with LOADS of leg room and in flight entertainment and meals/snacks provided and I'm thrilled to know that they have finally finished building their terminal at LAX - I'll never fly with any other US carrier again.

Posted by: traveller too on September 16, 2009 11:03 AM

Before complaining about US internal airlines, perhaps we should have a self examination about our "Spirit of Australia" or is that "Spirit of Sydney". I shall do everything possible to avoid a Qantas flight. Had the misfortune to fly Qantas' new A380, surely one of the worst designed aircraft ever, so noisy it was almost impossible to hear the in-flight movies, the food was terrible and Qantas has the least amount of leg room (in economy) of any international airline, they must have designed it for munchkins. The return flight from LA to Melbourne via Sydney was interminable but at least the aircraft was a 747 and infinitely more comfortable than the A380 with it's so called award winning designed seats. My future trips to the US will be with any airline but Qantas.

Posted by: Colin Rutter on September 16, 2009 1:25 PM

we had no problem booking / paying on Southwest last year, but with their seating by checkin sequence, and us arriving long haul into LAX we were in last few to board. With the bag charges everyone abuses the carry-on sizes, so overhead bins were full & 20+ wheelie bags were already at the door to be taken down to hold. Luckily we only had backpacks that could go under the seat. Then you need to get a seat, and what was left were about a dozen middle seats at the back, with the window & aisle occupants staring at you in a very anti-social "don't you dare sit here" way. So we had to split up - no big deal for a couple of hours. Couples typically take the window and aisle and hope noone else comes along, so the knack is to pick a seat between what looks like a "couple" - eg man + woman about the same age. I picked one politely and the lady moved over to the middle saying "at least your not fat" .....

Posted by: ivan blakely on September 18, 2009 1:27 PM

I flew within America in 2007, my flight was delayed and I only had 45 minutes to get through customs at LAX, missed my connecting flight and no one at the airport would help me, So the next day I made my own way to Cancun had missed my tour bus and had to catch a taxi 4 hours south of Mexico, finally meet up with tour bus at a cost of $200US . (I would have had to catch a chicken bus over the border of Mexico (on my own) if I hadn't caught my tour bus)

When I finished my tour I had to fly from Central America to Miami, I was at the airport all day, we started to line up for our flight only to be told that American Airlines had cancelled their flight to Lima Peru, was told to get on a flight with Lan Air, arrived to there gate after a 1/2 hr walk to other side of terminal and was lining up for standby, when checkin staff told us to go away!!! They where so rude, so we ran back to original gate where the original check in staff where closing up for the night, told also to go away as they where tired, we could not believe we where treated so poorly!!! I pleaded for them to please give us some accomadation vouches so we had somewhere to stay for the night! Finally one nice lady gave me a voucher so my 4am I was in a room at Hotel where I was stuck for a couple of days, I had missed my next tour to the inca trail!!!! and was hanging out in my tracksuit pants at the hotel as we didn't have access to our luggage!! Finally we had word that we where on standby on a flight to Peru. As I arrived I noticed people lining up for American Airlines flight to Peru had been cancelled again, I was relieved not to be flying with them. I was told that American Airlines Pilots fly a certain quota for the week and sometimes refuse to fly over that quota, even if that means flights are cancelled!! From all my traveling experience's the best advise I give is never fly American Airlines!!!

Posted by: Nandalie Hazle on September 22, 2009 11:47 AM

After living in the US for ten years, I'lss suggest the following: Virgin America and Jet Blue. SouthWest is faily good as well. Do not ever fly domestic (actually international either) with the big international. They are expensive and their service is lousy. Oh, and don't fly between DC and NY - catch the high speed train or bus services. Bolt is great and it will only cost your approx $20. Cheaper, just as comfortable, and often faster than going via two airports. There are similar services connecting to Boston and other large cities out of of NYC. That's how the locals do it!

Posted by: Tanya on September 24, 2009 1:18 AM

i just visited the US for the first time. I flew with United. The verdict: Fabo.
Whilst the plane was delayed leaving SYD airport for SFO 2hrs, once in the air, the plane was only 10mins late from the secheduled arrival time. How was that possible? I bet the American navy in the Pacific guided them on a shorter route. I am convinced.
Moving forward, flying premium economy onwards was a sigh of relief. Cost approx $200USD from Oz.one way
From NYC to LAX I was sleepless from the night before. Decided to pay the diff for business class. Wow! I slept like a baby. Furtherstill, the flight attendants service was impecable. Friendler than the Emirates crew( i know this cause i have flown them before).
From LAX to MEL, i requested a business class seat. Freshly removated. The price difference i had to pay from economy? the only thing i am going to say is wow. I am humbled by the experience. i want say how much i paid because i hate bragging. Though i can say the service was magic.
Well done United. And that piano music shortly before take off and upon arrival, so cute! Like me of course. Maybe that is why i had such a g8 experience. It pays to have good looks ;) That aside, the full applause goes all to United. :))) Luv Elvis

Posted by: elvis on September 30, 2009 8:43 PM

After living/working in the USA for 9 years I can tell you that I will never travel United or any other American Airline again. I had my 6 month old baby son with me on one of their flights, when he fell asleep they told me to put him on the floor next to my feet are you kidding, I now only fly Qantas.

Posted by: Debra Voger on October 15, 2009 4:43 AM

Oh My God. We've just finished a 4 week holiday in the USA and you are spot on.

Every time we flew in the US we had the same experience. Everyone in the US agrees that the airlines are hopeless.

"You may as well right off the day if you're flying". We chose to take the train from NY to Washington.

The best was when we tried to change our American Airlines flight from Dallas to Vegas. We wanted to take the 7:25am flight instead of a 4pm.

On our third attempt, with their international section, (because we booked it in Oz) we were ready to pay to change our flight only to be told that we needed a US credit card. I said I didn't have one. So the customer service person said, "Do you have a friend's credit card, any US credit card is OK to use?" At 12:30am not likely and then I thought, isn't that fraud? So I asked her as nicely as possible how many international customers flew American each year and how many of those people needed to change their flights?

Her reply .... I'm sorry sir, that's our policy. Perhaps you would like to come out to the airport and change your flight before you depart. Hmmmm. Let me think. A 5am taxi drive costing $50 just on the off chance that we might be able to catch the 7:30am flight. Not a chance.

Arrived at the airport early and was told that they couldn't allocate us a seat yet and we should go to the gate to get our seat allocation. Waiting in line behind me was a guy who had done precisely what that customer service girl on the phone had suggested and spent the whole day in the airport trying to get a seat on standby. No chance. The 4pm was his real flight and he had to trade in his standby ticket for his real seat.

Well after the scheduled departure time, the 2nd customer service girl starting to serve us. The 1st girl was at the counter typing for 30 mins and every time someone asked her to help she just said someone else would be with us in a minute.

Well, you guessed it. They hadn't given us a seat at check-in because they'd overbooked the flight. That was when it got really interesting. I wouldn't move from the line until she gave us our boarding passes. Lucky I had another 30 people in line waiting behind me. She found me 2 within 30 secs but low and behold one was in the wrong name.

Could anything else go wrong? You bet. My luggage decided not to show up. So an extra hour and half was spent in Vegas airport trying to find it. Luckily the baggage claim girl was great. In the end, my luggage decided to take that later flight.

That was just one example. There were a few more.

For a country that has amazing customer service, the airlines were atrocious. No wonder they are bankrupt.

I loved how you could get a boarding pass without showing any form of identification.

We flew to the US on Cathay. Food, service and facilities onboard were amazing.